eBook Library

TMCnet offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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TMCnet offers this extensive ebook library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.



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eBook- CX Transformation Benchmark Report


Nice inContact

Gain a competitive edge by understanding how to meet consumers’ digital demands in your contact center. Exceptional CX will drive 87% of customers to buy more products and 81% of them to recommend your company. But what does exceptional CX look like to today’s customers? We surveyed 2,500 of them to find out. Discover the latest data on their digital and omnichannel communication demands in our third annual CX Transformation Benchmark Report.
What you’ll find in the report:
• New insight on how and when customers use agent-assisted and self-service channels
• Stats on channel performance and how well customer expectations are being met
• Surprising trends in customer attitudes towards AI, social messaging, and more

FREE DOWNLOAD

eBook – The Ultimate Customer Service Guide for a Complex Social Thread


Nice inContact

Social media has re-defined the rules of customer service and engagement. Not all social networks are made alike and brands must understand the intricacies of each social network in order to provide the best possible customer experience. Read this eBook for tips and tricks on how to smart technology can help you to succeed in the social customer service arena.

FREE DOWNLOAD

eBook: Build Your Case for a Proactive Contact Center


Nice inContact

No other technology improves KPIs quite like analytics. Learn why in our new eBook.

What if you could identify and act on customer trends in your contact center before they impact service?

With customer contact analytics, you can. The experts at ContactBabel tell you how in this new eBook. It’s filled with insight on how to use analytics to:
• Increase customer loyalty
• Lower operating costs
• Improve sales effectiveness
• Amplify coaching and training

FREE DOWNLOAD

The Ultimate Guide to AI Self-Service Without Compromise


SmartAction

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With over 100 conversational AI deployments and nearly a dozen in the Fortune 500, this eBook shares our most important insights to self-service that works and is packed with real-world customer examples.

This eBook Includes:

• Key thresholds for identifying change across voice and chat
• 15 real-world examples of AI-powered virtual agents outperforming live agents
• The importance of guardrails, business rules, and “swim lanes” for the virtual agent
• CX functions required to wield the conversational AI toolkit

FREE DOWNLOAD

SD-WAN’s New SASE (“Sassy”) Friend


HughesON

Two seismic shifts have occurred in network operations. First, there is the move to cloud-centric applications (e.g. SalesForce, Workday, Office365, etc.). Second is the mass shift to remote work. Either of these alone would be a large undertaking for an IT organization. But when tackled jointly, they strain resources to a breaking point and introduce a wave of challenges.

Ensuring that security envelopes the network, all while maintaining reliable, high speed connectivity to cloud-based services, requires a network architecture that is flexible, dynamic and designed holistically to support a digital enterprise.

Enter the Software Defined Wide Area Network (SD-WAN) and Secure Access Service Edge (SASE), a promising tandem approach for overcoming these new network challenges. But where do you begin?

Start by checking out our latest eBook, “SD-WAN’s New SASE (“Sassy”) Friend,” in which we explore how these two frameworks can operate together to deliver true digital transformation. In it, we discuss a variety of topics, including:
• Security and the issue of exploding endpoints
• The “Zero Trust Model” approach to network access
• Identity-based control and context driven by SaaS applications
• The need for connectivity to everything, everywhere
• And more…

After reading this eBook, you’ll be better prepared to talk with your internal IT and Security teams, as well as to any service providers, about all the reasons to consider pairing SASE with SD-WAN. When you do, your enterprise can create an agile, high-performing, highly secure network to support your ever-changing workplace.

FREE DOWNLOAD

MSPs Delivering Superior Network Performance


Martello

Being a Managed Service Provider is no easy task. Every new service you add to your portfolio comes with another layer of complexity and a whole new set of client expectations. Many challenges come with remotely managing a customer’s IT infrastructure or systems including performance, availability, and mean time to recovery.

We broke down the four main areas your organization needs to master for optimal service delivery. Download our eBook today to find out how Managed Service Providers can easily deliver stellar service quality and superior network performance.

FREE DOWNLOAD

Game Changing SD-WAN


Martello

What is SD-WAN? Which SD-WAN Solution is Right For You?

The SD-WAN market is expected to grow to anywhere between 6 to 9 billion dollars by the year 2021. SD-WAN is universally acclaimed as a new and unprecedented way to easily implement policies across large WANs at a fraction of the cost of traditional solutions. This solution includes Aggregation of Multiple Links into a Single Virtual Network, Zero-Touch Provisioning, Centralized Management and Visibility, and Bandwidth Optimization.

Download our eBook to get our top tips for selecting the right SD-WAN for your business.

FREE DOWNLOAD

MPLS Versus Carrier Ethernet: 7 Reasons Why Ethernet Is An Economical Alternative


Massive Networks

It’s widely understood that something has to change with how businesses maintain their networks. With the fluctuating prices of MPLS, exactly "what" that solution is – isn’t crystal clear.

Until now.

Fortunately, we have a solution that we wanted to share with you so you can make an educated decision when the time comes to review your connectivity options.

To help, our eBook covers:

1. Challenges facing today’s WANs
2. Strengths and limitations of the most popular proposed solution – MPLS
3. Side-by-side comparison of MPLS vs Carrier Ethernet
4. 7 Reasons why Ethernet is an economical alternative
5. And a Case Study from a current customer

FREE DOWNLOAD

Cloud-Based Hyperconvergence With ePlus: Meeting the Demands of the Enterprise


ePlus

ePlus invites you to download our e-book, “Cloud-Based Hyperconvergence With ePlus,” to learn how enterprises are tapping into one of today’s fastest-growing methods for deploying IT in the data center: hyperconverged infrastructure. We share how ePlus, with key partner Cisco powered by Intel, can enable a smooth enterprise ITaaS transformation to support hyperconvergence. In the e-book, we detail the ways in which Cisco’s new HyperFlex product is bringing advanced levels of operational efficiency and adaptability to enterprise data centers.

FREE DOWNLOAD

Cable 2020 Foundations


Nokia

The changing business environment for cable operators will require MSOs to leverage quality as a differentiator in order to be successful. The articles in this ebook are gathered into four chapters: Leveraging Your Wi-Fi Assets; Realities of Virtualization; Experience is Everything; and Getting Your Network Fit for Cable 2020.

FREE DOWNLOAD

Cable 2020 Foundations


Alcatel-Lucent

The changing business environment for cable operators will require MSOs to leverage quality as a differentiator in order to be successful. The articles in this ebook are gathered into four chapters: Leveraging Your Wi-Fi Assets; Realities of Virtualization; Experience is Everything; and Getting Your Network Fit for Cable 2020.

FREE DOWNLOAD

Today’s Mobile Devices: Network Behaviors and Insights


Alcatel-Lucent

Mobile data growth is staggering and continues to soar. The number of mobile devices continues to grow exponentially around the world, placing greater demands on service providers’ data and signaling infrastructures. This ebook presents research findings about high level mobile device distribution and the percentage share of data usage and signaling activity by device category.

FREE DOWNLOAD

Prepaid Options Benefit Mobile Operators and Customers


Alcatel-Lucent

There a few things more confounding to mobile service providers in hotly contested markets than missing out on opportunities to generate more revenues and profits from what have been lightly used services. This is particularly the case in the United States where unlike much of the world where prepaid services are the norm, it is estimated that roughly 19 percent of U.S. subscribers avail themselves of these services.

FREE DOWNLOAD

John Goodman - Selling Customer Service eBook


Salesforce.com

Do you truly understand the impact of customer experience? Directing your focus toward current customers and their needs can cut costs associated with winning a new customer. Find out how to drive customer satisfaction, cut costs and boost revenue. Get the eBook now!

FREE DOWNLOAD

5 Steps to Improve Employee Satisfaction


Impact Learning Systems

Employee satisfaction is one of the most important areas of focus for any company; happy employees lead to lower turnover, high customer satisfaction rates, and a more productive workforce. In this guide, you’ll learn five essential steps for ensuring your employees are satisfied with their working environment and job functions.

FREE DOWNLOAD

Top 10 Customer Service Skills eBook


Impact Learning Systems

From years of research, Impact Learning Systems has compiled a list of the top 10 customer service skills. All of the skills in this list have been tested and studied in various types of organizations and deemed to be consistently useful. Review each skill in detail – they’re essential for any company or team that works with customers. Your employees will enjoy the distilled format and descriptions that this presentation gives for each of the skills.

FREE DOWNLOAD

Guide to Attracting the Best Candidates


iCIMS

Are you suffering from the fear of missing out on quality candidates? You may be losing out on top talent candidates due to a negative candidate experience. Ensure that your application process is fast, accessible, easy, and engaging with the iCIMS "Guide to Sourcing Better Candidates".

FREE DOWNLOAD

14 HR Tips for 2014


iCIMS

Are you a growing business interested in optimizing your recruitment processes? Set your organization up for success in 2014 by equipping your HR team with the latest tips and technology from iCIMS.

Get ahead of your competitors in the war for top talent with the following resources:
- 14 Tips for 2014 eBook to keep you on track throughout the year
- Product Tour of the iCIMS Recruitment Software

FREE DOWNLOAD

Cloud Mobility & Me


Ring Central

This self-help guide will detail how cloud communication technology is empowering mobile workforces and how you can apply this exciting new technology to your small business.

FREE DOWNLOAD

20 Customer Service Practices


Salesforce.com

We surveyed feedback from our customers, product experts and thought leaders to come up with 20 best practices for outstanding customer service. In this eBook, we'll cover:

- How to achieve great service across channels
- How best to treat customers well
- How to build a world-class team

Download now!

FREE DOWNLOAD
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